ERIC Number: ED425296
Record Type: Non-Journal
Publication Date: 1996
Reference Count: N/A
Customer Service & Team Problem Solving.
Martin, Sabrina Budasi
This curriculum guide provides materials for a six-session, site-specific training course in customer service and team problem solving for the Claretian Medical Center. The course outline is followed the six lesson plans. Components of each lesson plan include a list of objectives, an outline of activities and discussion topics for the lesson, homework, and any handouts or worksheets. Session topics are as follows: (1) customer service versus customer satisfaction, good versus poor customer satisfaction, personal and organizational benefits from customer satisfaction, Claretian case studies, and job behaviors; (2) good versus poor attributes of customer service, positive and negative outcomes of Claretian case studies, dealing with difficult people, taking things professionally versus personally, and burnout; (3) internal versus external customer service, team problem solving, conflict management styles, and brainstorming and problem solving; (4) upset versus difficult people, reasons customers get upset, and calming upset customers; (5) words/statements that make a difference, effective techniques when working with difficult customers, and telephone techniques that foster customer satisfaction; and (6) suggestions for organizational change and self reflection and evaluation of training outcomes. Appendixes include sources for optional activities, 10 references, and handouts. (YLB)
Descriptors: Adult Education, Behavioral Objectives, Conflict Resolution, Curriculum Guides, Instructional Materials, Interpersonal Communication, Interpersonal Relationship, Learning Activities, Lesson Plans, Listening Skills, Problem Solving, Self Evaluation (Individuals), Staff Development, Stress Management, Teamwork, Work Attitudes
Publication Type: Guides - Classroom - Teacher
Education Level: N/A
Audience: Practitioners; Teachers
Sponsor: Office of Vocational and Adult Education (ED), Washington, DC. National Workplace Literacy Program.
Authoring Institution: Union of Needletrades, Industrial and Textile Employees.; Northeastern Illinois Univ., Chicago. Chicago Teachers' Center.